Friday, September 28, 2007

The Forever Monday

Every day this week I have taken between 80 and 90 help desk calls. Typically, I've only taken that many calls on a Monday and the rest of the week is in the 60s and 70s but The Bank bought another bank and last week they went "on line." So, why did last week only suck on Monday and Tuesday where this week has been sucky all week?

Burn rate.

Several of the people that were hired specifically to handle the increased call volume left by the end of the week. Add to that the call volume increasing by nearly 50% when staffing has only increased by something less than 20% (less now that several have punched out already), well, the math does not work out in my favor.

In a call Thursday afternoon, I said to a user: "It's too early on a Monday morning for this."

User: "Monday morning? Where are you?"

Geis: "Here in Pittsburgh. But it has seemed more like one, long Monday morning all week."

User: "Yea, Wednesday's can be that way sometimes."

Geis: "You are, of course, aware that this is actually Thursday."

User: "Awww, man."

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